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Configure a trigger condition for a survey

Configure a trigger condition for a survey

You can configure trigger conditions to specify when to send a particular survey and the persons to send it to.

Before you begin

Role required: admin or survey_admin

Procedure

  1. Navigate to Survey Management > Trigger Conditions.

  2. Click New.

    Note: Do not specify particular users for a triggered survey because only the specified users will be able to take the survey.

  3. Complete the form, as appropriate.

    Table 1. Trigger condition fields
    FieldDescription
    AssessmentSurvey to send.
    TableTable to run the trigger condition on. You can select only tables in the current application scope. For example, to send a survey whenever an incident closes, select the Incident [incident] table.
    User fieldField that stores the users you want to send the survey. You can select any field, on the selected table or on a referenced table, that references the User [sys_user] table. Use the tree picker to select a field.
    Repeat intervalMinimum period that must pass before the trigger condition can resend the survey to the same user. For example, assume the repeat interval is set to 30 days. Even if the same user qualifies for multiple surveys from this trigger condition, the system can send her only one survey every 30 days.

    Note: Ensure that the Schedule period of the selected survey definition is set to No Limit. If the schedule period is set to a different value, it may prevent the trigger condition from sending surveys as expected.

    ActiveCheck box that determines whether this trigger condition is active (selected).
    Business rule[Admin only] Business rule the system creates to monitor the selected table. When the condition is met, the business rule sends the survey to the correct user. No configuration is necessary for this business rule.
    Trigger randomlyCheck box that determines whether to send the survey to the appropriate user every time the condition is met (cleared) or only a percentage of the time (selected).
    Probability (%)Probability out of 100 that the survey will be sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met, assuming there are no repeat interval restrictions. This field is visible and required only when Trigger randomly is selected.
    Related Field 1- 4Field that contains a value you want to store for reporting purposes. You can pick any reference field on the selected table. When the trigger condition generates a survey instance, the system stores the value from the triggering record. Specify up to four fields.

    For example, if you select the Incident table, you might select Assigned to and Problem as related fields. The system stores the assigned user and problem associated with the incident as Related record 1 and Related record 2 in the survey instance record. To view the fields, configure the form for any survey instance.

    Note: You cannot use a related field for the ticket number because you cannot select the Number column. You can, however, use the trigger_id column of the table.

    DescriptionSummary information to identify the trigger condition.
    ConditionCondition builder that defines the criteria that must be true to send the survey. For example, to send a survey whenever an incident closes, create the condition [State] [is] [Closed].

    You can also create a trigger condition directly from the survey creator. If you select Certain users can take this survey, based on conditions in the Survey User Access section, the Trigger Condition form opens automatically when you click Save as Draft or Publish.

Example

Products > IT Service Management > Survey Management; Versions > Geneva